We want to thank everyone who gives us feedback, and especially those customers who’ve given up their time to find out more and join our Customer Voices Panel induction sessions. Our Customer Voices Panel is a team of customers who review our services and suggest areas for improvement.

Over the last year the Panel has been involved with several projects, including:

• Taking an in-depth look at our complaints process and making suggestions for improvements
• Helping to improve the clarity of letters about service charges
• Meeting with Heads of Service each quarter to consider how well services are being delivered and acting as a critical friend.

Our ‘get involved’ campaign

During August we promoted the Customer Voices Panel and other options for getting involved in our work. We shared a ‘get involved’ email campaign, updates on Your Voice and asked customers their opinions as part of our quarterly customer perception telephone survey.

53 people responded to our campaign:

• 27 as part of the telephone survey
• 26 to our ‘get involved’ email and through Your Voice.

Customer Voices Panel induction sessions

In September 2024, we ran induction sessions about the Customer Voices Panel. 12 people attended the sessions to find out more about the role of the Panel and customer-led scrutiny.

In the autumn, 6 people joined in Panel meetings as observers and we hope at least 4 people will join the Panel. The existing Panel Members were incredibly pleased to welcome new people.

A further induction session is being planned for 8 February 2025 for customers who weren’t able to join the earlier sessions.

We know some customers are only available at weekends, so we’re considering options around how they can be more involved.

If you’re interested in getting involved in the Customer Voices Panel or via Your Voice please email us at customer.engagement@lfha.co.uk